Job Objectives

• Standardize and ensure premium customer experience across the UP touchpoints
• Ensure a seamless Customer Care operation
• Ensure the highest levels of staff performance
• Other duties assigned

Duties & Responsibilities

• Implement effective customer care procedures, policies and standards
• Develop customer satisfaction goals and coordinate within the group to ensure the goals are met
• Supervise and coordinate activities of Customer Care Specialists and Representatives
• Manage the approved budget of the Customer Care group
• Hire customer care staff
• Ensure all Customer Care staff are exposed to adequate training to enhance the job performance
• Ensure companywide compliance of Service Level Agreements (SLA)
• Draft, implement and execute policies and procedures to facilitate quality customer experience.

Reporting Relationships:

• Functionally and administratively reports to: Group Head, Customer Care Center.

Key Performance Indicators

• Ensure first and second level issues are resolved in line with best practice
• Identify and execute service improvement initiatives working with relevant stakeholders leveraging on technology
• Deliver high level reports that provide customer insight and service improvement
• Coordinate periodic Customer Satisfaction survey across Customer base and achieve 90% customer satisfaction rating
• Regulatory reports and liaison

Requirements

• Bachelor’s Degree in Sciences.
• Minimum of 10 years work experience in a reputable customer focused organization.
• Minimum of 2 years as a Call center supervisor in call center or Friendship Center in a reputable customer focused organization.
• In-depth knowledge of Contact Center solutions e.g. CTI (Computer Telephony Integration), CRM, IVR, ACD and other related technology.
• Experience in coaching individuals or groups, and execution of training based on training need analysis.
• Ability to negotiate change across organizational/firm boundaries and influence others outside of own work group. Adept at networking and building relationships with all levels of management and staff.
• Excellent written, verbal, analytical and communication skills.
• Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.
• Ability to work in virtual team environment.

Key Competency Requirements:

• The Head of Department, Customer Care, requires a high degree of professionalism, good interpersonal skills, expertise in customer care and ability to coach and mentor people.
• The ability to work in a non-biased and collaborative manner by establishing positive work relationships and partnering with various internal and external stakeholders towards the achievement of corporate goals and strategy.
• Ability to foster a customer-centric culture
• Ability to empower and delegate
• Ability to implement effective communication channels
• Ability to measure and track performance using key metrics